Service Desk Business Analyst

at  San Francisco Campus for Jewish Living

POSITION OVERVIEW

The Service Desk Business Analyst is responsible for providing our users with technical support of computers, applications, and all related technology. In addition to technical support, the Service Desk Business Analyst will work with the business to understand current procedures, identify where improvements can be realized, document processes, and most importantly, work to solidify connections between the business and IT.

REQUIREMENTS:

• Associates Degree or equivalent work experience
• At least 3-5 years of experience in a service desk/business analyst team environment
• Setup, configuration, troubleshooting of Windows and MAC OS desktop/laptop hardware and software.
• Strong knowledge of Microsoft Office Suite, including Outlook and other productivity software
• Knowledgeable in Active Directory, DNS, DHCP, Group Policy, NTFS share permissions, Office 365
• Basic knowledge of network topology, troubleshooting and diagnostics
• Basic knowledge of Salesforce
• Demonstrated excellent communications skills, both written and oral.
• Efficient and accurate troubleshooting, both at desk-side and remote support
• Microsoft certifications, A+ certifications, Dell or Apple certified technician preferred
• Very strong attention to detail and out-of-the box thinking
• Strong project completion and delivery skills
• Self-motivated, organized, and able to work well both independently and in a team-environment, with an appropriate sense of urgency
• Whatever-it-takes/can-do attitude

GENERAL RESPONSIBILITIES

• Field incoming service requests from end users via ticketing system, telephone or walk-up in a courteous manner
• Prioritize and schedule tasks. Escalate problems (when required) to the appropriate resource
• Build rapport and elicit problem details from employees of varying levels of technical knowledge
• Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Set-up complete computer systems for new employees, from image to employee desk
• Provide support for mixed platform environment: Windows 10 / 11, Mac OS, Android, IOS, tablets, laptops, desktops and phone system
• Support of Audio/Video for meetings, conference rooms and company events with all levels of staff
• Train end users on software and various other applications and hardware
• Analyze business processes, scope projects, and work with the project management team to prioritizes deliverables, and negotiate on product functionalities.
• Creates detailed business requirement documentation, and translate it into functional specifications.
• Clearly articulates and documents business requirement
• Manages ongoing relationship with business partners to drive satisfaction with IT
• Coordinates project delivery by participating in design reviews and walk-throughs to communicate systems designs and validate proposed solution
• Able to lift 50 lbs.